Call Centers

ALSO CALLED: Call Centres
DEFINITION: There are four different types of information on the telephone activity of your call center: Agent data, Queue data, CDN data and Trunk data. A data item (such as Accepted Calls) that appears in a Queue report can be defined differently in a CDN report or in a Trunk report.Ask your questions about CRM at ITKnowledgeExchange.comAbandoned Calls (CDNs) The number of calls accepted into the CDN, but abandoned  … 
Definition continues below.

CALL CENTERS DEFINITION (continued): …  before being answered through the controlled operation or routed according to the CDN's script.Abandoned Calls (Queues) An incoming ACD call is counted as abandoned when the caller hangs up before the call is answered by an agent or before the call is routed off-site. The sum includes calls that abandon while waiting for an agent to answer the call at their telephone. Calls that abandon while in the Timed Overflow (TOF) queue are counted against the ACD queue that initiated the overflow. Abandoned Trunk Calls Before Threshold A peg count of Calls Abandoned that shows how many calls were abandoned … 
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